Account Manager

Job Description

Concord is a full-scope loan servicer delivering compliant, flexible, and scalable portfolio servicing solutions to meet the demands of loan originators and capital providers – and their customers – in multiple asset classes. We are service-focused, innovative thought leaders leveraging proprietary technology to deliver comprehensive, configurable, and customizable servicing solutions. Our subject matter experts proactively partner with clients to maximize portfolio performance at a competitive price.

Responsibilities:

The Account Manager will act as a liaison between strategic clients, lenders, distributors, dealers, and Concord’s internal client operations teams

Responsible for transitioning new clients from the onboarding phase to Account Management

Responsible for escalating to the proper Concord functional group with sufficient documentation and reason

Responsible for training existing clients, specifically to move clients to self-service tools

Responsible for managing and executing the Annual Billing process for each assigned HOA-related client

Manage multiple clients and assigned projects from start to finish

Prepare monthly KPI reporting for the Executive Team to present department performance, efficiency, and productivity

Establish a communication cadence with top revenue clients on a bi-weekly and monthly frequency, and work with VP Client Success and Account Executive on the delivery of data

Ability to meet deadlines set by a client, AE, or C-level executive team

24-hour SLA expectations on client response times

Facilitate issue tracking and keep updated logs to present to AE/C-Suite as needed

Ensures consistency in processing of loan payments through communication and follow-up to ensure operations staff is fully informed of all new policies, procedures, customer needs, and company-related changes

Manage day-to-day Software Development client ticket requests, escalations, and enhancements by working with the Business Analysts/Product teams directly to create a Statement of Work/User Stories to process and easily identify the issue and/or request

Requirements

Payment processing, cash entry, balancing, and reconciliation experience is a plus

Able to react to change productively and handle other tasks as assigned

Use good judgment and discretion on matters of relevance

Responsible for ongoing staff training, based on contractual changes and the acquisition of new contracts

Supervisory and/or Portfolio Manager experience a plus

A thorough working knowledge of company/department policies and procedures, CSS, TCL, and Microsoft Office products

Leadership experience and the ability to provide support and direction to develop and motivate a team

Ability to read, write and speak English fluently, Bilingual (English/Spanish) a plus

Ability to effectively present information, both written and oral, and respond to questions from team and group managers

Must be accurate, detail-oriented, possess excellent organizational skills and demonstrate the ability to manage multiple tasks

Benefits

Health Care Plan (Medical, Dental & Vision)

Retirement Plan (401k, IRA)

Life Insurance (Basic, Voluntary & AD&D)

Paid Time Off (Vacation, Sick & Public Holidays)

Family Leave (Maternity, Paternity)

Short-Term & Long-Term Disability

Wellness Resources

Full-time